Even though more staff were employed to deal with the incoming 101 calls, the force’s targets of answering 85% of calls within one minute aren’t being met.
The BBC submitted a freedom of information request in September which revealed that 70% of calls between April and July 2014 were answered within the target time.
Another request by the BBC published recently has shown that the figure has dropped, with 45% of calls being answered within the minute in September and 62% in October.
Avon and Somerset Police and Crime Commissioner Sue Mountstevens said that the performance of answering 101 calls is “not good enough” and that she feels disappointed local communities are being let down.
Avon and Somerset Police have begun trialling a new switchboard which aims to answer calls within 40 seconds. An operator explains to the caller how long they may have to wait as well as what information they may need to give.
Assistant Chief Constable Kay Wozniak told the BBC: “Previously we looked at between four to five people an hour that were giving up on us and perhaps hanging up their 101 call, but since September it’s come down to possibly two an hour, if that.”